Virtual Accounts Manager at CHEP

Job Description
Key Responsibilities May Include:

• Build and sustain strong customer relationships across a portfolio, acting as the main point of contact for inquiries, issue resolution, and satisfaction.
• Identify growth opportunities and pursue new business leads, increasing revenue through strategic initiatives such as expansion and pricing optimizations.
• Collaborate with cross-functional teams (e.g., Sales, Operations, Category Management) to design and execute strategic plans that support customer growth, cost efficiency, and business ease.
• Conduct regular business reviews, manage tenders, and negotiate contracts, ensuring alignment with business goals and customer needs.
• Monitor account performance through key metrics and customer feedback (e.g., NPS), implementing strategies to enhance customer experience and loyalty.
• Oversee the annual audit process, ensuring compliance with CHEP’s policies and recovering any outstanding equipment fees.
• Lead initiatives aimed at reducing transport costs and improving supply chain efficiency, driving value for customers and optimizing operational processes.
• Support the integration of sustainability initiatives with customers, contributing to CHEP’s broader corporate social responsibility objectives.

As a Virtual Account Manager, you'll own a portfolio of customer accounts and act as a trusted advisor to customer stakeholders. Using data, commercial insight, and proactive engagement, you'll help customers optimize performance while identifying opportunities to grow and strengthen the partnership.

This is an exciting opportunity to join an innovative team and play a key role in shaping the future of customer engagement at CHEP.

What You'll Be Doing

• Managing a diverse portfolio of customer accounts through a fully virtual engagement model, requiring a blend of commercial insight, operational leadership, analytical expertise, and customer relationship management excellence.
• Operating across a broad customer landscape and multiple stakeholder groups, the role is responsible for balancing revenue growth, customer retention, operational performance, and risk mitigation while consistently delivering an exceptional customer experience and service standard.
• Translating complex business data into actionable insights, identifying emerging trends and growth opportunities, and influencing both customer and internal stakeholder decision-making through effective virtual engagement and strategic collaboration.
• As a key member of the National Sales Effectiveness team, the VAM will partner closely with Commercial Sales, Finance, Supply Chain, Logistics, Operations, and Customer Support functions to deliver integrated solutions, optimise portfolio performance, and support strategic business objectives.
• Success in this role requires strong stakeholder engagement capabilities, digital relationship management expertise, commercial acumen, and the ability to effectively prioritise and navigate competing demands within a dynamic, data-driven environment.
• During the first 12 months, you'lll play a pivotal role in embedding and optimising the virtual account management model, strengthening portfolio health and customer retention strategies, enhancing Salesforce adoption and data integrity, identifying and unlocking revenue growth opportunities within existing accounts, advancing reporting and business intelligence capabilities through Power BI and related analytics tools, and contributing to initiatives focused on customer value creation, operational efficiency, and continuous improvement.

What We're Looking For

• 3-5 years' experience in Account Management, Customer Success, Business Development, Sales Support or Customer Relations.
• Experience engaging with management-level stakeholders.
• Proven commercial acumen and customer focus.
• Demonstrated ownership of customer outcomes, projects or portfolios.
• Strong Excel and analytical skills.
• Advanced proficiency in CRM platforms, preferably Salesforce, together with strong analytical, reporting, and business intelligence capabilities using Microsoft Excel, Power Pivot, Power BI, and related reporting tools, is essential
• Tertiary Qualification in Business Management, Commerce, Marketing, Supply Chain & Logistics or related discipline